MDTA Customer & Revenue Agent Lead

Maryland Department of Transportation; Maryland; Hybrid; USD 65,000 - 90,000; Full time

Benefits offered by this job

11 paid holidays

27 days leave annually

State Pension System

Deferred compensation plans

Health, dental, and vision plans

Job summary

Maryland Transportation Authority (MDTA) is hiring a CARA Lead to manage a team dedicated to resolving customer issues for toll facilities across Maryland. The role involves guiding a unit of CARAs, supervising E-ZPass Customer Service Centers, and leading complex toll programs.

The position requires overseeing shifts, some evenings and weekends, and potential rotation among facilities. You will work under supervision, with focus on improving customer experiences, ensuring accurate money

Qualifications

• Education: High school graduation or equivalent.
• Experience: Five years of clerical or accounting work involving money handling and customer service.

Responsibilities

• Lead a unit of MDTA CARAs (I, II & III) and assign tasks to improve customer experience.
• Supervise face-to-face day-to-day operations of the E-ZPass CSC/MVA and complex toll programs.
• Rotate between facilities as needed and manage unit workload for efficiency.

Skills

Customer service

Cash handling

Education

High school diploma or GED

Job description

OPEN RECRUITMENT

The Maryland Transportation Authority (MDTA) owns, operates, and maintains eight major toll facilities comprised of four bridges, two tunnels, and two turnpikes, across the State of Maryland. For over 50 years, the MDTA has provided Maryland's citizens and visitors with safe, secure, and convenient transportation facilities. We are committed to quality and excellence in customer service, and we rely on our organization's values, traditions, and – most importantly – our employees to achieve these goals.

Nature of Work

The MDTA Customer & Revenue Agent (CARA) Lead is responsible for leading a team of agents dedicated to improving internal and external customer experiences for those who travel on MDTA roadways by resolving customer issues. The incumbent functions as the lead worker by assigning tasks, solving problems, making informed decisions, and managing unit workload to achieve maximum customer satisfaction and productivity. In addition, this position is responsible for assisting with supervising the face-to-face, day-to-day functions of the E-ZPass Customer Service Center (CSC) as well as for leading the more complex E-ZPass/Video toll programs. An individual in this position leads a unit of MDTA CARAs (I, II, & III) that may rotate between facilities.

Employees receive general supervision from the MDTA CARA Supervisor or other designated official. Employees in this class may be assigned to a rotating or permanent shift that involves evening and weekend work. The work requires some lifting of moderately heavy items. The eligible list established from this recruitment may be used to fill future vacancies at other facilities throughout the MDTA.

The current vacancy exists in Montgomery County/Prince George's County.

The incumbent will work a rotating schedule between the E-ZPass CSC/MVA in Upper Marlboro, MD, the E-ZPass CSC/MVA in Beltsville, MD, and the E-ZPress CSC/MVA in Gaithersburg, MD.

Benefits

• a minimum of 11 paid holidays
• a minimum of 27* days of leave annually (personal, vacation, and sick)
• access to the State Pension System
• deferred compensation plans
• excellent health, dental, and vision plans
• and more! *May be prorated based on start date

Minimum Qualifications

Education: Graduation from a standard high school or possession of a high school equivalency certificate.

Experience: Five years of clerical or accounting experience involving the receipt of, handling of, and accounting for money and/or checks and credit cards in connection with commercial or government activities and including the provision of customer service to the public.

Your placement on an eligible list may be based solely on the contents of your application; therefore, it is essential that you provide complete and accurate information. Please include all relevant experience on your application. This includes but is not limited to, full or part-time, volunteer, military, acting capacity, or any other experience that is relevant to the position you are applying for.

If you have held more than one (1) position at the same employer, please list each position that you held and the length of time that you held each position.

Applicants must possess a Driver's License valid in the State of Maryland. Applicants must list the license number and date of expiration on the application.

1. This is an 'Emergency Essential' classification subject to emergency release procedures. Employees in this classification must be willing and available to remain on or report for duty day or night, in order to maintain continuous operation of a facility.
2. Employees in this classification are considered 'Essential Employees' and shall sign and agree to all policies and procedures relating to 'Essential Employee' status.

The incumbent in this position may be a member of a covered bargaining unit.

WE ARE AN EQUAL-OPPORTUNITY EMPLOYER. MDTA does not discriminate based on age, ancestry, color, creed, gender identity or expression, genetic information, marital status, mental or physical disability, national origin, race, religious affiliation, belief or opinion, sex, or sexual orientation. MDOT has various careers for people of all experiences, backgrounds, and abilities who come together to contribute to one mission - connecting our customers to life’s opportunities. Join us in serving our Maryland residents, visitors, and businesses!

Reasonable Accommodations for persons with disabilities will be provided upon request.

Appropriate auxiliary aids and services for qualified individuals with disabilities will be provided upon request. Please notify in advance. MD Relay Service Number 1-800-735-2258 (TTY Number: 711).

Bilingual applicants are encouraged to apply.